Plans and permissions:
- Add-on: AI agents or Copilot, billed separately
- Change the Zendesk integration’s settings: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
- Generate the email agent’s Zendesk triggers: Admin role, or a custom role with Email agent set to Can edit email agent settings
Use the Zendesk integration to let AI agents and Copilot work on your Zendesk tickets and answer from your Zendesk help center articles. With write access, AI agents can post replies and internal notes on tickets, and Assembled can set up the Zendesk triggers that send new tickets and replies to it. With your help center connected, AI agents and Copilot can use your articles when they draft replies.
To open it, go to Configure > Third-party integrations and find the Zendesk card.
Connect Zendesk
AI agents and Copilot use the same Zendesk connection as the rest of Assembled. If you haven’t connected Zendesk yet, see Zendesk Support integration.
Give Assembled write access
AI agents need write access to your Zendesk instance to post public replies and internal notes on tickets, and to create the triggers and webhook that send tickets to Assembled. Without it, Assembled can only read your Zendesk data.
- Go to Configure > Third-party integrations.
- On the Zendesk card, check Authorized scope. If it shows read write, you’re done.
- If it doesn’t, select Upgrade permissions next to it, and approve the request in Zendesk.
When it has worked, Authorized scope shows read write.
Connect your Zendesk help center
Connect your help center so AI agents and Copilot can use its articles when they draft replies.
- Go to Configure > Third-party integrations.
- On the Zendesk card, select Edit settings.
- In Zendesk settings, select AI agents and Copilot: Connect to Zendesk help center.
When it has worked, you see Successfully connected to Zendesk help center, and the Zendesk card shows your help center as connected. If you don’t see the button, your help center is already connected.
Tag help center articles automatically
When Assembled syncs your help center articles, it can tag each one using the article’s Zendesk fields, such as its category or section. Tags help AI agents and Copilot find and organize articles, and you can use them to limit which articles a brand or chat agent uses. These tags exist only in Assembled: nothing changes in Zendesk.
Note: These options appear once your help center is connected.
- Go to Configure > Third-party integrations.
- On the Zendesk card, select Edit settings.
- Select AI agents and Copilot: auto tag articles.
- In Fields to tag, choose the article fields to add as tags: Category, Section, Labels, Subdomain, Is public facing, or Content tags.
- Save your changes.
| Field to tag | Tags it adds |
|---|---|
| Labels | Each label on the article in Zendesk Guide. |
| Is public facing |
internal for articles restricted to a user segment or in a restricted help center, and external for the rest. |
| Content tags | Each content tag on the article in Zendesk Guide. |
| Category, Section | The names of the article’s category and section. |
| Subdomain | Your help center’s subdomain. |
An article restricted to a Zendesk user segment is also tagged user_segment_ followed by the segment’s ID, such as user_segment_13056202531101, whichever fields you choose.
If an article has tags you don’t expect, check its user segment, visibility, labels, and content tags in Zendesk. To limit which articles a case is answered from by their tags, see Knowledge mapping.
Zendesk triggers and webhooks
When AI agents are set up, Assembled creates a webhook and a set of triggers in your Zendesk instance. They send ticket events to Assembled as they happen, so AI agents can reply, Copilot can draft and summarize, and quality reviews see the whole conversation.
Important: These triggers are needed for AI agents and Copilot to work. Talk to our team before you change or turn off any of them.
You can find them in Zendesk Admin Center under Objects and rules > Business rules > Triggers. Each trigger’s title includes Notify webhook on and the event it reacts to, such as Notify webhook on agent reply.
| Trigger event | What Assembled uses it for |
|---|---|
| A ticket is created from a customer’s public comment | The email agent replies to new tickets, and Copilot drafts replies for them. |
| A customer adds a public follow-up comment | The email agent replies to follow-ups, and Copilot drafts replies for them. |
| A support team member replies | AI quality > QA review sees the full conversation. |
| Any comment is added | Copilot keeps its summaries and suggested replies up to date. |
| A ticket tagged by an AI agent is created | Assembled adds the handoff summary and transcript to chat and phone tickets that AI agents hand off. |
| A ticket tagged by an AI agent is closed or solved | Assembled closes out the conversation and starts its CSAT survey flow. |
| A messaging session ends | Assembled closes out the chat conversation and starts its CSAT survey flow. |
| Zendesk Talk creates a phone ticket for an AI agent call | Assembled adds the voice agent’s call details to the ticket. See Zendesk Talk setup for the voice agent. |
If the email agent’s triggers are missing, go to AI support > Email agent. On the Pre-automation tab, the Zendesk Triggers card shows Generate Zendesk triggers. Select it to create them. Once they exist, the card links to each one in Zendesk.